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adJackWhitehall Officia G Google Top Secret Comedy C Ticket Information lte Anjaana Aryaani (201 DUMB Question 4 This question concerns the service transition phase. Critically analyse the service transition phase in terms of adding value to a service. (18 Marks) During the semester, you were part of a team that designed and transitioned a student a) Support your answer with examples b) laptop repair service at LSBU. What issues did the transition phase raise and how (7 Marks) Total 25 marks) were they mitigated? Question 5 This question is on the ITIL phase where services go live- Service Operation. Service operation is a multi-dimensional domain for the IT administrator. Critically analyse the service operation phase from the perspective of IT continuity and effective management Support your answer with examples and where appropriate, diagrams (Total = 25 marks)
Explanation / Answer
a) ServiceTransition phase is a phase of service design and service strategy which will enable the change management.
In order to make the needs of the customers and business expectations satisfied as per the changes in the service,service transition phase is required. Below mentioned are the value addition of service transition :
For example,moving from CRM to e-CRM,customer database is being maintained, staff is being made well equipped and trained to enable e-CRM, and the knowledge is being delivered for the decision support in order to enable this entire process of change. It finally meets the required business goals of satisfying the customesr and improving company profits.
b) The transition phase raises the below mentioned issues:
Compatibility of the Operating System
Documents stored in the laptop
Customers or the users incompatibility to work on the laptop
Amount involved in the repair and servicing of the laptop
The issues can well be mitigated by delivery knowledge to the decision support systemin order to enable the changes and making them understand the need of the change. It can also be mitigated by training the customesr and support staff to enable the entire process of change.
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